Competency and Conduct standard

Competency and Conduct Standard: Have Your Say

At Citizen, we are committed to delivering high-quality services and ensuring that customers are treated with respect, fairness and professionalism. As part of new regulatory requirements, we are developing our approach to the Competency and Conduct Standard and would like your feedback to help shape it.


Event Details

  • Topic: Competency & Conduct Standard Focus Group
  • Date: Monday 5 October 2026
  • Location: Citizen, 4040 Lakeside, Birmingham Business Park, B37 7YN

  • Time: 10am-12pm (Arrive for 9:45am at main reception)

  • Incentive: You will receive a £20 voucher for attending



What is the Competency and Conduct Standard?

The Competency and Conduct Standard is a regulatory framework designed to strengthen professionalism, accountability and customer confidence across the social housing sector.

The standard aims to ensure that housing professionals have the right skills, knowledge and behaviours to deliver excellent services and support positive outcomes for customers.

The Regulator of Social Housing (RSH) will monitor and assess how housing providers meet the requirements of this standard.

Why Are We Consulting Customers?

We believe customers should play an important role in shaping how these standards are implemented at Citizen.

Your views will help us ensure that our approach:

  • Reflects what matters most to customers.
  • Promotes trust, confidence and accountability.
  • Supports positive customer experiences and outcomes.
  • Is clear, accessible and easy to understand.
  • Meets regulatory expectations while remaining customer focused.

What Will Happen During the Session?

Customers will be invited to attend an information session where we will:

  • Explain what the Competency and Conduct Standard is and why it is important.
  • Share Citizen's draft Code of Conduct.
  • Discuss how the standards could improve customer experiences.
  • Gather feedback on the clarity, relevance and accessibility of the Code.
  • Explore whether the proposed standards align with customer expectations.

This session will provide an opportunity for customers to share their thoughts, ask questions and influence the development of our final approach.

How Your Feedback Will Be Used

The feedback and insights gathered through this engagement activity will directly inform the final development and implementation of Citizen's Competency and Conduct Standards framework.

By involving customers throughout the process, we can ensure that our approach not only meets regulatory requirements but also reflects the experiences, expectations and priorities of the people we serve.

Get Involved

Your voice matters. By taking part in this consultation, you can help shape the standards that guide how Citizen colleagues work, develop their skills and deliver services to customers.

Together, we can build a framework that promotes professionalism, accountability and excellent customer service across Citizen.

Competency and Conduct Standard: Have Your Say

At Citizen, we are committed to delivering high-quality services and ensuring that customers are treated with respect, fairness and professionalism. As part of new regulatory requirements, we are developing our approach to the Competency and Conduct Standard and would like your feedback to help shape it.


Event Details

  • Topic: Competency & Conduct Standard Focus Group
  • Date: Monday 5 October 2026
  • Location: Citizen, 4040 Lakeside, Birmingham Business Park, B37 7YN

  • Time: 10am-12pm (Arrive for 9:45am at main reception)

  • Incentive: You will receive a £20 voucher for attending



What is the Competency and Conduct Standard?

The Competency and Conduct Standard is a regulatory framework designed to strengthen professionalism, accountability and customer confidence across the social housing sector.

The standard aims to ensure that housing professionals have the right skills, knowledge and behaviours to deliver excellent services and support positive outcomes for customers.

The Regulator of Social Housing (RSH) will monitor and assess how housing providers meet the requirements of this standard.

Why Are We Consulting Customers?

We believe customers should play an important role in shaping how these standards are implemented at Citizen.

Your views will help us ensure that our approach:

  • Reflects what matters most to customers.
  • Promotes trust, confidence and accountability.
  • Supports positive customer experiences and outcomes.
  • Is clear, accessible and easy to understand.
  • Meets regulatory expectations while remaining customer focused.

What Will Happen During the Session?

Customers will be invited to attend an information session where we will:

  • Explain what the Competency and Conduct Standard is and why it is important.
  • Share Citizen's draft Code of Conduct.
  • Discuss how the standards could improve customer experiences.
  • Gather feedback on the clarity, relevance and accessibility of the Code.
  • Explore whether the proposed standards align with customer expectations.

This session will provide an opportunity for customers to share their thoughts, ask questions and influence the development of our final approach.

How Your Feedback Will Be Used

The feedback and insights gathered through this engagement activity will directly inform the final development and implementation of Citizen's Competency and Conduct Standards framework.

By involving customers throughout the process, we can ensure that our approach not only meets regulatory requirements but also reflects the experiences, expectations and priorities of the people we serve.

Get Involved

Your voice matters. By taking part in this consultation, you can help shape the standards that guide how Citizen colleagues work, develop their skills and deliver services to customers.

Together, we can build a framework that promotes professionalism, accountability and excellent customer service across Citizen.

  • Help shape our Code of Conduct

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected through this survey will be used to gather customer insight to support the development of a Code of Conduct. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)(External link) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more


    Take Survey

  • Register for the Competency and Conduct standard focus group

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to contact customers who would like to take part in a  focus group. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more. 


    Take Survey

  • Focus Group Feedback Survey

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used to understand your experience of our focus group.. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.  

    Take Survey